SR. TECHNICAL AND SYSTEMS APPLICATIONS SUPPORT AND ADMINISTRATION

 

Highly accomplished IT professional with extensive technical, software support experience in areas of systems applications, middleware, database, network, server, workload automation, production and development support, client operations, quality, configuration and change control, ITSM tool sets, UAM and enterprise security. Experience with distributed, virtual, web technologies, mainframe, midrange, file/data storage and recovery. Proven leadership, project management, and organizational skills. Excellent troubleshooting, diagnosis, analytical, and problem-solving skills. Very team-oriented with strong interpersonal communication skills. Committed to company values, aligning IT with business goals and objectives.

 

TECHNICAL SUMMARY

 

Operating Systems

AIX, HP-UX, Solaris, Linux/GNU, Red Hat, SuSe, Fedora, z/OS, OS/400, HP9000, Mac/OS, Windows Server 2003/08/12, Windows 7/8/10, Windows Vista, Windows XP, Windows NT, Novell, MPE/iX, HP3000, VM, VSE

PC/Desktop Software

MS-Office, Access, Project, Visio, Outlook, OWA, OneNote, InfoPath, Paint, Lotus Notes, PlanView, Clarity, KDE, Snagit, Adobe, Symantec PGP Encryption/Antivirus, Niku, DocumentDepot, Groupwise, Dameware, RDC/RDP, VDI

System/Applications Software

AS/400, VMware ESX, DataStage Director, Informatica/ETL, Cognos, SIM, CLI, VSS, Cool:Gen, Tidal, Control-M, AutoSys, TWS, TSM, TMF, PVCS, FileNet, OnBase, Patrol, Topaz, DBU, IFS, Robot, VTL, .NET, TurnOver, Crystal Reports, Document Direct, TPX, EXTRA!, Rumba, Teleview, Reflection, INCompliance, RioVision, ezReset, ezAPI, RSA, ezSIGNON/SSO, Netcool, Netbatch, AMMO, MPEX, Nbspool, Netbase, GlancePlus, Librarian, Express, Vista

Mainframe/Utilities

TSO/ISPF, SDSF, CICS, CLIST, JES, VSAM, JCLCHECK, ACF2, RACF, Top Secret, Omegamon, SAVRS, SMPE, DFSMS, DFHSM, DSS, RMM, Abend-Aid, FileAid, Expediter, Panvalet, Spufi, Changeman, OPCE, Endeavor, TMS, JobTrac, CA-Scheduler, CA1, CA7, CA11, TLMS, SMF, AFP, APF, RMF, SAS, DCF, ACS, QMF, Syncsort, VSA, Supersession, PCOMM, AF/Operator, CMS, WLM, STATMON, Sysplex/CICSplex, LPARs, InfoMan, VRA, VSR, VEE, SNA, VTAM, NetView, NCCF, NPDA, SSA, PIE, TapeSaver, Comet, Infopac-RDS/ViewDirect, CA-Librarian

Enterprise Resource Planning

JD Edwards (JDE), PeopleSoft/EnterpriseOne (E1), Oracle, SAP, Baan

Relational Databases/CRM

Oracle, Sybase, SQL Server 2008/12, DB2, Query/400, Baan, IDMS, IMS, Hyperion/Essbase, Bugzilla, HP Service Manager, HEAT, Applix, Vantive, Goldmine, Peregrine, Remedy, Service Desk, ServiceNow, Taleo

Programming Languages

HTML, XML, SQL, Visual Basic, JavaScript, Perl, RPG, CL, COBOL, REXX, JCL

Networking/Internet/Monitoring Tools

TCP/IP, LDAP, HTTP, POSIX, Samba, SMTP, DNS, NFS, DHCP, IIS, S/FTP, WINSCP, SSH, IPX/SPX, SSL, Putty, EDM, WebEx, RSH, PKZip, Java Proxy, J2EE, Apache/Tomcat, JBoss, JDBC, WebSphere, SaaS, Homesite, Active Directory, SharePoint, Exchange Server 7/10, Websense, VPN, TELNET, NDM, NJE, NAS, EMC, SAN, NetCenter, UNIX Translator/Fax Gateway, Communication Bridges, Coax, Citrix, FDDI, ATM, OSI, EDI, ODS, SCSI, TEC, DMZ, Firewall, NetWare, LAN, IEEE 802, Ethernet, Token Ring, HPOV, ITM/TEP, Splunk, Nagios, Gomez, xMatters

 

PROFESSIONAL EXPERIENCE

 

FIRST DATA CORP/TRANSTECH-IT, Chandler AZ2015 - Current

Sr. Process Engineer Consultant

 

·   Part of GlO team, supported globalization and consolidation projects, standardization of process and support functions for FDC regions in North America, Europe, Latin America, Asia-Pacific, and Australia.

·   Administered all aspects of workload automation and merging several tools from internal resources or M&A, hosted by z/OS, Tandem, Windows/Linux/Unix platforms, including virtualized cloud-based apps and production support, SDLC development & offshore support, incident management reporting & escalation, and NDM file transfer issues.

·   Provided day-to-day management/maintenance of IT services, including integration and application lifecycle support, deployments, primary technical/project resource for BUs supporting FI clients, systems applications research & analysis across distributed networks and web clients, worked to improve operational efficiencies and best practice.

·   Performed installation, configuration, validation, TCP/IP connectivity/batch testing between host/remote agents, coding/scheduling job definitions, based on user requirements, change/service/decomm requests via Service Desk and Remedy, bridge line calls with app teams, supporting DR and scheduled changes, resolving incident requests.

·   Acquired FW/API authentication and HP Server Automation Client/Opsware or TPAM/RDP tool access to servers, resolved workflow process interruptions; host/remote/virtual server disconnects; view CA logs, restart WA agent process/service as needed. Monitor, index, search, analyze activity log files from Splunk, create reports/dashboard.

·   Part of Jobtrac, Tidal, JMO, TWS schedulers, crontab and task scheduler migrations to CA7XP, including technical lead for both Merchant Services Autosys and Apollo TWS conversion projects to CA7/XP; coordinated with technical teams, identified, resolved issues, provide work plans, project updates to PM, including scheduling, training, testing.

·   Assign tasks to offshore. Initiated project CRs, implementation plans, risk surveys, workflow tasks for Chgmgt/users.

·   Worked on Hadoop/Big Data analytics team project as a scheduling, scripting, testing resource. Gather user specs, ETL source/target data to migrate Unix, Python, Java, XML, RDBMS files from cron to CA7/XP standards/protocols.

·   Created web client training overview and demo material, conducted webinars with distributed users transitioning to CA7XP to be self-sufficient, less dependent on our group for job information.

·   Influential in getting undocumented processes documented for team reference/training. Organized migration, control process/procedures, onboarding checklist for SharePoint, including Windows WA install & configuration procedures, SQL plug-in/ODBC interface, MSSQL Server Mgmt Studio, Server Agent Job Monitor, and Visual Studio/SSRS.

·   Worked on SharePoint migration to Confluence project, integrating group content for new knowledge database.

·   Completed EFTPS & UNAX certifications for email/file encryption as Federal/IRS contractor in C2 compliant facility.

 

UNITEDHEALTHCARE/CONTECH SYSTEMS, Cypress CA2012 - 2014

Sr. IT Systems Management Consultant

 

·   Part of Managed Services, provided systems administration, infrastructure engineering and applications services, web, front/back end support for large scale, heterogeneous Windows/Linux/Unix environments, AS/400, and z/OS.

·   Monitored prod/non-prod domain health alerts via ITM, HP OpenView, ITSM support portal, 3^rd party automation tools, including email/text warning notifications on Wintel, Linux, Unix, DB2/Oracle/SAP DB platforms.

·   Performed Wintel/VMware app server & storage recovery on Windows 2003/08/12 local/remote environments, including log file analysis via TCP/IP and networking/security protocols, commands, utilities, event viewer, process explorer, file manager, to restore multiple remote Windows services, processes/files, update AD users and groups.

·   Provided Websphere operational support to ensure smooth, efficient runtime environment. Monitored/troubleshoot WAS instance/performance and network endpoints, Java API/JVM issues, LDAP-based TDWC (GUI); interrogate server logs, diagnose, resolve, restart web application, restore e-business services, HTTP/HTTPS communications. 

·   Diagnose, troubleshoot TWS/ISC 8.51 & 8.6 system networks, FTA/DM/MDM/DWB connectivity, high availability, load balancing, failover, space, batch scheduling issues, including quick cleanup, restoration to avoid SLA impact.  

·   Execute, code/edit test scripts, GUI/CLI/FTP utilities, TWS conman/composer cmds for remediation, interrogate Linux/Unix file directories, disk usage, pids, interfaces, logs, port connections on ERP, ETL, IIS, SQL servers.

·   Completed HPSM user incidents, break/fix tickets, changes, service install/configuration requests, verify xml files.

·   Initiated or participated in war room calls with Incident Mgmt to resolve sev1 issues, engage vendor as needed.

·   Part of AutoSys job migration project; redesign, integration, provisioning, deployment with cross application teams.

·   Research/compile/analyze data; determine system requirements needed to improve service availability & continuity.

·   Led a remote team of Jr. Admins; mentored, trained them on SOPs, troubleshooting methods, triage and assisted on more difficult issues. Document operational runbooks. Also supported Sr. Admins, virtual teams on project tasks.

·   Reduced 40% after hours on-call alerts by proactively interrogating/adjusting file system capacity.  

·   Supported Enrollment, Claims, TriCare projects; obtained NAC security clearance for DOD Member Svcs support.

 

UNION BANK/SEGULA TECHNOLOGIES, Monterey Park CA2009 - 2012

Technical Operations Support Specialist

 

·   Provided 2nd level/on-call support to BTS, Offshore, NOC/Helpdesk & branches on integrated multi-platform, critical applications on z/OS, AS/400, Tandem, Wintel, Linux/Unix, Web, distributed systems on DB2/Oracle databases.

·   Administered CA7-11, Netbatch, AutoSys, TWS/JSC 8.2 via Windows client for BI, Data Warehousing, PeopleSoft, ETL, SQL database/script definitions, CLI editing, maintenance, network dependencies, setup calendar/schedules.

·   Assisted Developers in JCL coding, file structure, metadata maintenance/extracts, performed analysis, problem determination, job recovery, including EFT, NDM, FTP, NJE, EDI processing, file moves/transmission exceptions.

·   Executed CA-7 loads, QA JCL PROCs, control PARMs, GDGs, and Jobscan to ensure coding standard compliance.

·   Performed AutoSys WA r11.3 job scheduling and administration via Application & Event servers and WCC functions. Includes batch job and cross dependency definitions, modifications according to user specifications, JIL scripting, TSS/CA7 user access mgmt, troubleshooting scheduling/workflow issues, analysis, monitoring, testing, ops support.

·   Appointed Technical Project Leader/SME for major Tivoli Workload Automation 8.51 upgrade project. Worked with PMO/ITG/IBM on SOW, enterprise architecture, planning, TDWC/LDAP/TAM security, migration, integration testing, implementation, user training/education, managed SharePoint site for communication/technical documentation.

·   Utilized Clarity to manage lifecycle of TWA project, defined scope, requirements, deliverables and resources, scheduling and timekeeping; evaluated, tracked each phase of project/related projects. 

·   Implemented normal/emergency changes. Administered CA-Librarian/CCF to compile/promote/reject programs from QA/stage/production. Fix programmer compile errors. Facilitated coding, regression of TSO batch/online programs.

·   Administered CICS-COLD and Web-AMMO, and OnBase via Citrix portal; setup report IDs, user profiles, load report definitions, code/test before production scheduling; re-create reports, backup/restore, query/maintain report database and indexing, control file, xml content review/analysis, troubleshoot and resolve operational issues.

·   Participated in disaster recovery drills, DR testing, as well as system audits and process review of internal controls.

·   Supported major conversions, paper elimination, infrastructure migration projects (NGDC, IBP, DPM, etc). Received ITG Values Recognition awards for service excellence, exemplary team player.

 

AMCOR SUNCLIPSE/KENT H. LANDSBERG, Buena Park CA2004 - 2009

Application Support Analyst / Administrator

 

·   Provided technical and business user support for Windows, RS/6000, AS/400. Administered version control, change management, job schedulers for TWS, E1, SIM, Ascential/DataStage Director, and Robot/SCHEDULE.

·   Managed Tivoli Framework/JSC, TWS 8.2 network, including user and database security, EMC, SRDF/TimeFinder, TSM/DRM storage mgmt. processes, clients, administrative backups, tape storage media, printers and report ques.

·   Provided Change Admin support for all production changes: processed, tracked, scheduled, ensure compliance. Chaired CAB meetings, prepared agenda. Instrumental in improving change process/change owner communication.

·   Performed TurnOver/PVCS promotions, SOX audit/remediation. Analyzed/troubleshoot system monitoring events, msg log issues on NT, Active Directory, Linux, ITM, AIX, SQL/DB2 backup/reorgs, E1 HTML/Java-based web client.

·   Part of JDE OneWorld to PeopleSoft/E1 8.1 conversion/CNC deployment team; Plan, define standards, procedures, workflows, utilities, document/setup batch schedules on cross-platform, application and database environments.

·   Coordinated with DBAs, Developers, BAs to create, track, test, verify, migrate, upgrade functional/user requirements for HRIS, MFG, Finance, Supply Chain, Inventory, Sales, Purchasing, Warehousing (WMS/RF technology). Also examined business processes to determine how they could be translated into our IT application requirements.

·   Led Computer Ops/Helpdesk training on job schedules, escalation protocols, conducted user presentations.

·   Automated or eliminated manual processes, best practices to maximize operating efficiency; streamlined job flow changes, moved cron, task scheduler jobs to TWS for operator control and visibility; maintain Perl monitoring scripts.

·   Conducted vendor review of Control-M, Robot, Tivoli; coordinated TWS implementation project of installed agents, interfaces; configured, scripted, tested PeopleTools, E1 OMW/Process Scheduler, SIM/SCM business modules.

·   Part of .NET application/IIS web server, e-commerce rollout project; provided batch setup, QA and user support.

·   Member of corporate safety committee, promoted safer workplace, maintained accident-free record.

 

WARNER BROS STUDIOS/SPHERION, Burbank CA2003 - 2006

Production Control / Operations Control Analyst

 

·   Provided Tier 1 & 2 support and off-shift coverage between Operations Control Center and Production Control.

·   Monitored Tivoli Netcool, email alerts, network/systems performance from OMEGAMON, including TEC, TSM, application, file, database, web servers. Performed Tivoli storage/VTL tasks, reclamations, server backups, reboots.

·   Answered end user client inquiries regarding online production environments. Contacted on-call for critical path failures, send out pager notifications, perform escalation, initiate/maintain bridge line calls.

·   Assisted in scheduled implementation projects, job scheduling upgrades, and Panvalet updates.

·   Created and executed NT, SAP, UNIX job definition requirements for TIDAL enterprise schedulers. Tested batch, monitored, corrected, verified NT, SQL, UNIX script errors, including TSO batch JCL abends, job restarts.

·   Executed, monitored IOA/Control-M components: Job Scheduling Definitions, Active Jobs File, Control-M Monitor, Online Facilities, Event Manager; including CICS scheduling events, maintenance jobs.

·   Updated TS website/database documentation, and assigned Remedy tickets for production issues, changes, and service requests; prepared and conducted shift turnover reports/meetings.

 

VANGUARD INTEGRITY PROFESSIONALS, Orange CA2001 - 2003

Technical Support/Quality Assurance Manager

 

·   Promoted from Team Leader, managed Technical Support, QA functions and Customer Relations.

·   Provided global, multi-level, post-sales support for RACF security suite, audit, compliance, identity & access mgmt, SSO, security governance, intrusion detection, vulnerability/risk/threat analysis, on-going customer product training.

·   Performed structured functional/regression/UI testing, root cause analysis; executed test plans and test scripts into existing and new product features/releases against pre-defined requirements, write test cases and validate results.

·   Maintained test lab of middleware, servers, workstations, supporting network of multi-host/GUI/web platforms.

·   Utilized TSO utilities to install, configure, verify RACF host/client authentication on NT, XP, AS/400, AIX, HP-UX, Solaris, SuSe/Red Hat, Linux, z/OS. Applied SMP/E maintenance in Test/QA libraries.

·   Updated technical/user documentation on Visual Source Safe version control and CRM bug tracking database.

·   Directed team efforts to improve quality customer support, website presence, and LISTSERV communications; implemented service policy/procedures; merged Tech Support & QA for greater agility, lower operational costs.

·   Performed resource and strategic planning, budgets, and assisted in IT implementation projects.

·   As customer advocate and liaison support, mediated to resolve major client issues with dept heads and R&D.

·   Represented department at company-sponsored customer training and international conferences.

·   Collaborated with R&D during SDLC cycle on functional requirement specifications, changes, enhancements.

·   Coordinated/tracked customer beta testing program, including GA releases with Sales & Product Marketing.

·   Led department project to convert vendor client information to internally-developed SQL RDBMS.

·   Participated in weekly executive mgmt meetings; reported on product code quality, user issues.

 

KAISER PERMANENTE-KPIT, Pasadena CA2000 - 2001

Programmer Analyst / QA

 

·   Part of Environment Management deployment team, supported Health Foundation Systems and Member Services, distributed computing, applications programming design and release management implementation projects.

·   Administered ChangeMan, CASE tools, Information Engineering methodologies, EDM, ERP, Lotus Notes, ARK archival tool, FTP/TSO utilities, including IEF Cool:Gen, Windows client-server data modeling, coding, QA testing.

·   Scheduled, built, installed, configured, verified, and maintained DB2, GUI, UNIX, VMS, Web, TN3270 client software components, migrated from Encyclopedia, across LANs, desktop, and mainframe platforms.

·   Performed system integration testing, debugging, documented, staged, promoted UAT change packages; corrected errors, recompiled source, other components though formal approval process.

·   Executed automated testing, test plan and test scripts to validate EDM/Sadie packaging and performed QC certification for Sales Process Automation System (SPAS) releases.

·   Provided Help Desk/CRM support, Remedy problem/abend resolution support for development and business users.

·   Instrumental in enhancing format of daily status reports with more meaningful data/activity for team/management. 

 

TECHNOLOGIC SOFTWARE CONCEPTS/RAS TECHNOLOGIES, Irvine CA1997 - 2000

Technical Support Specialist

 

·   Provided world-wide multi-product, pre-post sales, distributor support for SSA, INCompliance, TapeSaver, CARTS, PIE, COMET, RAS Enterprise Security/SSO, Identity Access Mgmt agents across MVS, Unix, NT, Netware, OS/2, VAX/VMS, AS400, Tandem, DB2, Oracle, Lotus Notes, OpenMail, Exchange (RAS/enRole rebranded to TIM 4.4).

·   Conducted full problem-determination-to-resolution cycle, research analysis, including Host, GUI, Web installations.

·   Supported SDLC efforts on compatibility/install issues, customer contracts; proofread/test tech writer documentation.

·   Identified/reviewed code changes and anomalies during manual testing; applied and distributed maintenance/fixes.

·   Documented business cases, gathered customer/own data test results, diagnostics, traces, dumps, for R&D review.

·   Co-led team projects to convert in-house customer database to vendor CRM, redesign technical support website.

 

CERIDIAN/SYSTEMS TAX SERVICE, Fountain Valley CA1996 - 1997

Operations Analyst

 

·   Provided technical/liaison support for Computer Services, Development, EDI/Harbinger (vendor), business units.

·   Performed MPE/iX OLTP and Maestro batch processing tasks; administered file mgmt application software/security.

·   Utilized online document repository, storage, and retrieval of company data, and generated ad-hoc reports.

·   Tested/QA Payroll/Tax/HR applications on HP3000/HP9000 midrange and distributed systems. Processed COBOL compiles/link edits, deployed code changes on Test/QA/DEV/PROD. Corrected/reported deployment errors.

·   Analyzed, researched, recommended resource/process improvements to meet SLA requirements.

·   Led as group project coordinator for newly implemented Oracle/web-based EFTPS system via UNIX/EDI standards.

·   Created HP-UX based EDI documentation/guidelines, including production, operations, and control procedures.

·   Designed structured training and testing program for dept to better understand their role to the internal businesses and processes they supported; instrumental in filling knowledge gap/raise awareness, shown by 90%+ test scores.

 

 

EDUCATION

·   Cypress College - Data/Telecommunications, Windows Client/Server Admin, Active Directory TCP/IP, Linux OS

·   Mt. San Antonio College - AS/400 Systems Administration

·   Cerritos College - iSeries 400 System Operations

·   Chaffey College/IT Center - Internet Applications/Network Technologies ·   Cal State University, San Bernardino - Web Page Design Certification

TRAINING

·   UHG Corporate Training - Introduction to Values Based Leadership

·   Thought Rock/B Wyze - Info Technology Infrastructure Library ITIL 2011 Foundation Training

·   UB Corporate Training - PMP/Handbook (PMBOK), Project Management Fundamentals

PROFESSIONAL MEMBERSHIPS

·   Association of Information Technology Professionals (AITP)

·   Project Management Institute (PMI)

·   Toastmasters International

·   ITIL Professionals Groupsite, and ITIL Community Forum